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AcronisBackupAdvanced_11.5_43994_en-US

Thread needs solution
Beginner
Posts: 1
Comments: 3

Hello,

Ever since we upgraded to 43994 (and it's previous) version, the 'managementserver.exe*32' process is killing cpu. It's consuming 100% of CPU. We have installed 11.5 on Windows 7 Pro with 6C cpu and 8Gb of RAM. RAM usage is @50%

Can any one suggest any solution?

Thanks in advance.

Nilesh

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Acronis Program Manager
Posts: 22
Comments: 3100

Hi Nilesh,

We're currently investigating a similar issue reported by another customer (internal issue ID TTASK-11024) and are in process of collecting debug information. The problem is related to cataloging functionality provided by Acronis Management Server. To investigate the problem in your particular case please do the following:

1) Stop Acronis Management Server service
2) Replace the following file with the attached one (unzip it first). Remember to rename the old file before replacement (to keep it just in case):

c:\Program files (x86)\Acronis\AMS\ams_catalog_item_provider.dll

3) Start Acronis Management Server service
4) If the problem continues to be reproduced please capture Acronis system information (Help->Collect Support Information from the management console connected to AMS) and contact our support team with reference to this thread for further assistance.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Attachment Size
295725-122200.zip 2.83 MB
Beginner
Posts: 1
Comments: 3

Hello Vasily,

I followed the instructions you've mentioned. However, there is no improvement. We understand your team is trying to improve the product, but it seems it has gone in reverse direction.

Attachment Size
295860-122206.jpg 27.12 KB
295860-122209.jpg 113.69 KB
Beginner
Posts: 1
Comments: 3

Here is my observation. As soon as vaults are connected, the processor usage shoots up to almost 100%.

Acronis Program Manager
Posts: 22
Comments: 3100

Hi Nilesh,

As mentioned in my previous reply your case requires further investigation with help from our support team. The CPU usage you're observing is not normal and is not reproduced in general, i.e. it's a specific case tied with particular environment/setup, so we'll need to work closely with you to find proper solution.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager

Beginner
Posts: 1
Comments: 3

Hello,

I am getting this error even there is more than 4Gb free memory available to collect Support Information:

----------------------------------------------------------------------
Error
----------------------------------------------------------------------
Failed to obtain system information.
----------------------------------------------------------------------
Details:
Code: 11,337,744(0x00AD0010)
LineInfo: 0xC93597B64F4E1C38;

Module: management_server_vs_43994
Message: Routine has failed to serialize result.

Code: 2(0x00000002)
LineInfo: 0xC93597B64F4E1C39;

Module: management_server_vs_43994
Message: Not enough memory.

--------------------------------------------------------------------
Is it possible to revert back to 39029 version? It did not have this high CPU utilization issue.

Acronis Program Manager
Posts: 22
Comments: 3100

Hi Nilesh,

If the system report collection fails then you should still contact our support team for assistance. As a workaround there can be Acronis Storage Node service temporarily disabled (likely it's the one maintaining the vaults and consuming all the memory resources) before trying to collect report.

The downgrade procedure is not a straightforward one and may require to re-build the entire backup configuration since the Acronis Management Server database structure had been changed, so there are no guarantees that 39029 build of AMS can connect to the database used by 43994.

Thank you.
--
Best regards,
Vasily
Acronis Virtualization Program Manager